Report Of The Month

Written by Alan Conduct, Head of Support Services at UKN Group Building an effective IT service desk is not easy. With technology evolving so quickly, with companies reliant on a complex mix of hardware, software, cloud-solutions, broadband, telephony and legacy systems, you need an IT help desk that can provide support and proactively grow the business.

Written by Mark Watson, Chief Operating Officer at UKN Group Consumers – me and you – the ‘user’ want IT support services like a service desk that are intuitive, easy to use, more about self-serve than sitting and waiting for a solution. Known as the Next Generation of Service Desk (NGSD), emerging behaviours are encouraging

by Stephen Mann Some people might feel uncomfortable about artificial intelligence (AI). They might have grown up watching the Terminator movies and have yet to get past Skynet and the attempted extermination of humanity by machines. Or they might just worry that the technology will adversely affect something that’s currently inherently “human” – either

by Rakesh Kumar With the advent of new age technologies, the convergence of a business user with an end user is evident. The services they use now are more packaged and modular compared to some time ago. While the providers of the services have become more sprawling, the Service Desk remains at the centre for

Last month our experienced SDI trainer, Lynne Nash, delivered in-house Service Desk Analyst Training to seven delegates from Anglia Ruskin University. We were all astounded with the results, as not only did all seven delegates pass the exam, six gained Higher Mastery level, which is achieved at a 87% pass rate – this has never

by Scarlett Bayes, Industry Analyst, SDI Digital Transformation is a very broad term, and there is a vast amount of information available surrounding it. However, the problem has arisen where there is no clear definition of Digital Transformation; there is a lot speculation of what it means as a methodology. Simply put, Digital Transformation